CUSTOMER PERCEPTION SURVEY

UNIVERSITI MALAYSIA PERLIS

A STUDY ON CUSTOMER PERCEPTION TOWARDS FACTORY OUTLET STORE (FOS) IN MALAYSIA
KAJIAN MENGENAI PERSEPSI PELANGGAN TERHADAP FACTORY OUTLET STORE (FOS) DI MALAYSIA

`IZZATUL LIANA BT MOHAMMAD NORDIN

SCHOOL OF BUSINESS INNOVATION AND TECHNOPRENEURSHIP Universiti Malaysia Perlis (UniMAP) Jalan Kangar - Alor Setar 01000 Kangar Perlis No. Tel: 04-979 7704 No. Fax: 04-979 7708

MESSAGE TO VALUABLE RESPONDENT Dear Respondent, I am final year student pursuing a degree course in Bachelor of Business (Hons) International Business at University Malaysia Perlis (UniMAP). In order to complete my degree, i need to conduct one research. The purpose of this research is to find out the customer perception towards Factory Outlet Store (FOS) in Malaysia which focus on price, brand, quality and store image. I would like to ask you to take around 5 to 10 minutes of your time to answer the following questions. This will help me to get the data that needed. Your cooperation is greatly appreciated. Thank You. MESEJ UNTUK RESPONDEN YANG BERNILAI Responden yang dihormati, Saya pelajar tahun akhir yang mengikuti kursus ijazah Sarjana Muda Perniagaan (Kepujian) Perniagaan Antarabangsa di Universiti Malaysia Perlis (UniMAP). Dalam usaha untuk melengkapkan ijazah saya, saya perlu untuk menjalankan satu penyelidikan. Tujuan kajian ini adalah untuk mengetahui persepsi pelanggan terhadap Factory Outlet Store (FOS) di Malaysia yang akan fokus kepada harga, jenama, kualiti dan imej kedai. Saya ingin mengambil kira-kira 5 hingga 10 minit masa anda untuk menjawab soalan-soalan berikut. Ini akan membantu saya untuk mendapatkan data yang diperlukan. Kerjasama anda amat dihargai.Terima Kasih.

SURVEY DESCRIPTION AND STRUCTURE This survey divided into three sections. First section which is Section A, it will covered background of respondent which contain seven questions. For section B, it focuses on customers store perception which involves four factors such as price, brand, quality and also store image. Meanwhile, section C is regarding customer value focus. All the questions need to be answered. PENERANGAN DAN STRUKTUR KAJI SELIDIK Kaji selidik ini dibahagikan kepada tiga bahagian. Seksyen pertama iaitu Seksyen A, ia meliputi latar belakang responden yang mengandungi tujuh soalan. Untuk seksyen B, ia memberi tumpuan kepada persepsi pelanggan terhadap kedai yang melibatkan empat faktor seperti harga, jenama, kualiti, dan juga imej kedai. Sementara itu, bahagian C adalah mengenai nilai fokus pelanggan. Semua soalan perlu dijawab.

RESEARCH SURVEY IN DETAILS This survey is conducted by `Izzatul Liana Bt Mohammad Nordin as a part of Degree program and it is a compulsory subject before graduation. It fully supervised by Madam Norshahrizan bt Nordin, lecturer of School of Business Innovation and Technopreneuship (PPIPT). For any information: `Izzatul Liana bt Mohammad Nordin Email: nonanordin@hotmail.com Phone: 016-4904033

Section A: Respondent Profile

Seksyen A: Profil Responden

Please place a tick / for each of the following:

Tanda / untuk yang berkaitan:

1. Gender

Jantina

Male Lelaki

Female Perempuan

2. Age

Umur

<20 36-45

20-25 46-55
Status Perkahwinan

26-35 >55

3. Marital Status

Single Bujang

Married Sudah Berkahwin

4. Monthly Income

Pendapatan Bulanan

< RM1000 RM3001-RM4000

RM1001-RM2000 >RM4000

RM2001-RM3000

5. Occupation Pekerjaan
Executive Esekutif Professional Profesional Manager/Supervisor Pengurus /Supervisor Employee Pekerja Housewife Suri rumah Student Pelajar Others, please specify Lain-lain, nyatakan _____________

6. Frequency shopping at Factory Outlet Store per month? Kekerapan berbelanja di factory outlet
storesebulan?

1 - 2 times 3 4 times 5 6 times > 6 times

7. On average, how much do you spend each time in Factory Outlet Store? Secara purata, berapa
banyak anda berbelanja setiap kali masuk ke factory outlet store?

<RM50 RM51-RM150 RM151-RM250 >RM250

Section B: Customers Store Perception

Seksyen B: Persepsi Pembeli terhadap Kedai

Please tick / your answer to each statement using 5 Points Likert scale:
Tandakan / jawapan anda bagi setiap pernyataan dengan menggunakan 5 Mata Skala Likert: (1) Strongly Disagree Sangat tidak setuju; (2) Disagree Tidak setuju; (3) Neutral Neutral;

(4) Agree Setuju; (5) Strongly Agree Sangat Setuju Price Harga
No BP1 BP2 BP3 Questions The product prices offered by FOS is high
Harga barangan yang ditawarkan FOS adalah tinggi

The product prices offered by FOS is reasonable

Harga barangan yang ditawarkan FOS berpatutan

4 3

The product prices offered by FOS are always low

Harga barangan yang ditawarkan FOS selalunya rendah

Brand Jenama
No BB1 BB2 BB3 BB4 Questions Brand offered at FOS is well-known 3
Jenama yang ditawarkan FOS dikenali

The selection of branded products at FOS is wide

Pilihan barangan berjenama di FOS adalah banyak

4 4

FOS offered variety styles of branded products

FOS menawarkan barangan berjenama dari pelbagai gaya

Brands at FOS have very good reputation

Jenama di FOS mempunyai reputasi yang baik

Quality Kualiti
No BQ1 BQ2 Questions FOS offered high quality of product 3
FOS menawarkan produk tinggi kualiti

FOS offered low quality of product 3

FOS menawarkan produk rendah kualiti

Store image Imej Kedai

No BSI1 BSI2 BS13 Questions FOS has positive image 3
FOS mempunyai imej positif

FOS sells product which have good brand image

FOS menjual barangan yang punyai imej yang baik

FOS sells branded imported products

FOS menjual barangan berjenama yang di impot

Section C: Customer Value Focus

Seksyen C: Nilai Fokus Pelanggan Price Harga
No CP1 CP2 CP3 Questions The lowest price products are usually my choice
Barangan dengan harga rendah adalah pilihan saya

Im like to buy products that are on sale

Saya suka membeli barangan yang ada diskaun

When my income is limited I always check for the lowest prices in buying
Apabila saya kekurangan pendapatan saya selalu membeli barangan yang rendah harganya

Brand Jenama
No CBN1 CBN2 Questions Brand are very important to me
Jenama sangat penting bagi saya

When I going to shopping, I will search my favorite brand

Apabila saya membeli-belah, saya akan mencari jenama kesukaan saya

3 3 3

CBN3 CBN4

Expensive brands are very attractive to me

Jenama mahal sangat menarik hati saya

Famous brand are very important to me

Jenama terkenal sangat penting bagi saya

Quality Kualiti
No CQ1 Questions Quality is the important thing when I buy a product
Kualiti adalah penting apabila saya membeli barang

CQ2

Quality will give high satisfaction

Kualiti akan memberi kepuasan yang tinggi

Store Image Imej Kedai

No CSI1 CSI2 CSI3

Questions I will choose store to spend my money

Saya akan memilih kedai sebelum berbelanja

I will shopping at my favourite store only

Saya hanya berbelanja dikedai kegemaran

5 3

Store that have good name will attract me to enter there

Kedai yang ada nama baik akan menarik saya ke sana

CSI4

I will shopping at store that I know only

Saya hanya akan berbelanja di kedai yang saya kenali

Thank You for your time and cooperation The End